Complaints Process

At Thorntons, we want to solve your problem first time as we understand that first impressions really count. We pride ourselves on how we treat our customers, the standards of care we offer and the quality of every outcome, because it's important to us to keep our customers smiling.

This email address is designated for serious or escalated complaints - using this email address before contacting us by phone or contact form is likely to delay any contact or resolution for your issue.

We aim to respond within 7 days of receipt of each letter or within 24 hours if received by email.

Online Dispute Resolution

For online purchases, in the unlikely event that, after following our internal complaints procedures you still feel we have not resolved your complaint satisfactorily, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at http://ec.europa.eu/odr If you decide to use this service, please use the following Thorntons email address when completing the form customerservicemanager@thorntons.co.uk